Join us and enjoy benefits designed to help you thrive:
- Flexible hybrid work setup (1-2 days/month onsite reporting)
- IT Equipment provided
- HMO coverage starting from Day 1 for you and FOUR FREE dependents
- Attractive retirement package with company matching
- Life and Accident Insurance starting Day 1
- 24 Annual PTOs, additional 6 once you reach your 5th year with us
- Competitive benefits with annual merit increase and incentives
- Continuous improvement for our employees (workshops, certification programs, learning sessions, etc.)
Work Arrangement:
- Set-Up: Hybrid (with 1/month onsite reporting)
- Schedule: Midshift 4:00 PM - 12:00 AM / 6:00 PM - 2:00 AM
- Location: Location: UP AyalaLand Technohub, Commonwealth, Quezon City
Job Description:
We are seeking a senior Service Management professional to strengthen our Service Management capability. This role will provide dedicated capacity to support SLA commitments, service performance reporting, and customer‑facing service discussions, particularly during contract renewals and periods of heightened regulatory scrutiny.
The role will be embedded within the Service Management team, which supports our two high‑availability data platforms. It will act as a senior point of engagement for major clients and account managers and will work closely with stakeholders across Technology, Sales, Product, Client Delivery, Legal, and Service Management to ensure service commitments are clearly defined, measurable, and effectively governed.
The successful candidate will be confident operating at senior level, leading complex discussions, and translating technical service performance into clear, credible service objectives for customers.
Key Responsibilities
Service Level & Contract Support
- Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLA‑related queries, and managing requested amendments to standard contractual terms, including service credit discussions.
- Collaborate with technology teams, product owners, and client delivery managers to define and agree non‑standard service levels and response times, ensuring they are operationally viable and clearly documented.
- Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
- Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
- Contribute to the enhancement and ongoing maintenance of the SLA database and the standard SLA query library, ensuring accuracy, consistency, and ease of reporting across the organization.
Reporting & Analytics
- Provide operational support for SLA commitments within customer contracts, including interpretation, tracking, and reporting – Via Power BI, SharePoint and ServiceNow
- Support and Develop Power BI dashboards for SLA reporting, service availability, and performance trends.
- Ensure data accuracy, consistency, and suitability for both internal and customer‑facing use.
- Identify service risks, trends, and improvement opportunities through data analysis.
Stakeholder & Customer Engagement
- Represent Service Management on senior internal and external calls, including challenging or high‑scrutiny discussions.
- Clearly articulate service positions and rationale throughout negotiation to internal and external stakeholders.
- Explain SLA outcomes and required remediation actions in clear, professional language.
- Build credibility and trust with UK&I stakeholders through strong communication consistent delivery.
Service Management Operations
- Support Incident and SLA Management processes using ServiceNow.
- Ensure SLAs are correctly configured, measured, and reported within ServiceNow.
- Apply ITIL / ITIL 4 best practices across service management activities.
Qualifications:
- Bachelor's degree in Business, Statistics, Mathematics, Finance, Data Science, Computer Science, Computer Engineering, or a related field.
- Strong communication skills, with the ability to confidently engage in governance discussions and interact effectively with external clients and legal stakeholders.
- Strong, hands‑on experience with SLA management and reporting.
- Senior‑level experience in IT Service Management or Service Delivery.
- Proven ability to lead and contribute to senior‑level calls with confidence. (external and internal clients).
- Power BI skills, including dashboard creation.
- Practical working knowledge of ITIL and ITIL 4 (Incident, Service Level, Continual Improvement).
- Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
- Excellent written and verbal communication skills.
